The Tech Support Engineer I – Continuity B interacts with our partners through multiple communication channels, providing technical support and escalation assistance on the highly complex Continuity vendors we support: Arcserve, Axcient, Carbonite, Dropsuite, Infrascale, Otava, Redstor, SkyKick Backup, Veeam, Veritas, and Wasabi. They create product knowledge documentation. The Engineer works in a close-knit team that interacts constantly to aid one another and provide the best experience possible for our Partners.

Working schedule- Monday through Friday, 8am-5pm Mountain Time

Essential Responsibilities:

• Provides technical partner support by managing daily cases assigned, resolving routine technical cases, and escalating cases to upper tier engineers and/or vendors

• Works closely with our partners to provide basic best practices when we see their environment is out of alignment

• Develops and maintains knowledge around Arcserve, Axcient, Dropsuite, Infrascale, Otava, Redstor, SkyKick Backup, Veeam, Veritas, and Wasabi

• Collaborates with our Vendors support team on escalated cases to ensure prompt response and assists with a resolution to the best of our abilities

• Participates in monthly sync meetings, when necessary, with our Vendors to learn new processes and maintain the Vendor relationship

Ideal Skills, Experience, and Competencies:

• At least two (2) years of related experience in the technical support field

• Fundamental level of knowledge on at least one Supported Technology (Arcserve, Axcient, Carbonite, Dropsuite, Infrascale, Otava, Redstor, SkyKick Backup, Veeam, Veritas, and Wasabi)

• An understanding of complex systems surrounding backup solutions, such as VSS, NTFS, LAN / WAN technologies, TCP/IP / VPN technologies, and Block Chain / D2C technologies

• Strong ability for problem-solving and analyzing new environments quickly

• Exceptional written and verbal communication

• Propensity for learning and ability to learn new technologies quickly

• Team driven with a focus on collaboration over individual work

• Strong technical aptitude

• Organized with a strong ability for time management

• Strongly driven for personal and professional growth

• Driven to grow and learn constantly

• Resilience to actively learn through experimentation when tackling new problems, using both successes and failures as learning opportunities

• Agility to anticipate and adopt innovations in business-building digital and technology applications

• Ability to build partnerships and work collaboratively with others to meet shared objectives

• Ability to make sense of complex, high volume, and sometimes contradictory information, such as vendor logs, vendor KBs, and Event Viewer logs, to effectively solve problems

Required Education & Certifications:

• B.A./B.S. in related field or equivalent work experience

• Industry specific certifications preferred, including but not limited to: MS-900, CompTIA A+

• Vendor specific certifications preferred, including but not limited to: Acronis Cloud Tech Professional, Arcserve Engineer, Axcient x360 Certified, RedStor Certified

Compensation:

• Qualified candidates can expect a salary beginning at $50,000 or more depending on experience

*Expected Closing Date: 4/19/24

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